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Channel Surfer

Order still "procesing" after 3 days, support site useless

I ordered 2 Roku devices and a remote on Sunday, October 30. I have the "Order Confirmed" email which says

Orders placed on Saturdays, Sundays, or holidays will be shipped the following business day. For all shipping options, holidays do not count as business days.

OK, so 3 days later and the order is still in the "processing" state. Then I go to contact support and ask whether the items are out of stock or something...well, good luck with that. The Customer Order FAQ says

  1. On your computer or smartphone, visit:
  2. From the initial pull-down menu, choose Questions about returning my Roku device or managing my order
  3. Select Continue
  4. From the same pull-down menu, choose Manage, return or replace my order
  5. Select Contact Support

which is great except that this doesn't actually match what is on the Contact us page at all! Apparently, whenever the actual Contact Us page was last updated, somebody forgot to tell the FAQ. Oh, so then let's go to the Order Status page, which has a link that says

For billing questions regarding this transaction please contact Roku Customer Support.

Guess what? That link just goes to the top level Roku page.

Then I went looking for how to cancel the order, because I'm getting fed up with the run-around on the Roku support site. Go ahead, try to find out how to cancel an order. I dare you.

I need somebody to

  1. Tell me what's up with my order, and
  2. If it won't ship by tomorrow, cancel it so that I can order from
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Retired Moderator

Re: Order still "procesing" after 3 days, support site useless


Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your information to our Support team. They will follow up and assist you.



Danny R.
Roku Community Moderator
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Channel Surfer

Re: Order still "procesing" after 3 days, support site useless

Thanks, I got email that the order has shipped. Of course that only means a label has been printed; it hasn't actually shipped.

I would like to emphasize the other points in my original note:

  1. The FAQ gives incorrect information about how to get order support
  2. The link in the order email is incorrect
  3. The whole order process is incredibly opaque

In short, it should not take a rant in the community forum to find information or contact support about an order.

Thanks again...hoping the order actually ships at some point.

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